Full-Time Call Center Manager

• Lead and mentor a team of Client Support Representatives and Quality Analysts.
• Oversee all inbound call handling, ensuring prompt, accurate, and professional responses.
• Analyze call volume data daily to maintain appropriate staffing levels.
• Proactively adjust schedules and support recruitment efforts to reduce overflow calls.
• Ensure QA team conducts consistent reviews and delivers coaching.
• Monitor team KPIs, deliver feedback, and implement performance improvement plans.
• Prepare and present monthly, quarterly, and annual performance reports.
• Maintain and revise Standard Operating Procedures (SOPs) and training materials.
• Collaborate with HR on hiring, onboarding, and offboarding.
• Submit Monthly VA Hours to HR and conduct formal employee evaluations.
• Attend additional in-person corporate trainings when scheduled.

• Must be fluent in English and Spanish.
• Must have a Computer (Desktop or Laptop) Core I5 or above, a minimum of 12 GB of Ram; and Windows 10 installed.
• Internet speed must be 35Mbps Download and 15Mbps Upload.
• USB noise cancelling headsets.
• Webcam for daily meetings and huddles.
• Must consistently be on time and reliable.
• Must work well in a team environment.
• Must have excellent written and verbal communication skills.
• Must have proficiency in using computers and relevant software.
• Must be able to prioritize tasks effectively.
• Must possess strong multitasking and time-management skills.
• Must have strong phone contact handling skills and active listening abilities.
• Must have a passion for delivering exceptional customer service.
• Must have the ability to handle customer complaints and provide appropriate solutions.
• Must be able to adapt to a fast-paced and changing work environment.
• Must have a keen eye for detail to ensure accuracy and thoroughness in all tasks.

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